Refund Issues

splitStore Pay in 3 – Failed Order with Deducted Downpayment

1. Core Policy & System Logic

Orders List superPay Metabase

• Action: When an order drops or fails at checkout after a debit, the system automatically triggers a reversal sequence: the downpayment is refunded, upcoming installments are auto-canceled, and the blocked credit limit is instantly released.

• Turnaround Time (TAT): 3 to 5 business days back to the original source payment method.

2. Quick Investigation Flow (Metabase Check)

1. Open the [Splitshare Transaction Dashboard] in Metabase.

2. Query using the user's registered phone number, email, or unique Transaction ID.

3. Verify: Confirm that the order status explicitly shows "FAILED" or "DROPPED", and ensure a corresponding refund payload has been initialized.

3. Email Response Template

Dear User,

Thank you for reaching out to super.money.

We have investigated your transaction history and confirmed that your recent order placement using Pay in 3 unfortunately failed during checkout. Please rest assured that your money is completely safe.

Since the order could not be processed successfully, our systems have automatically initiated the following corrective actions:

• Downpayment Reversal: A full refund of your initial downpayment has been triggered back to your source bank account. You will see the credit reflect within 3 to 5 business days.

• Limit Restoration: Your temporary credit limit block has been released and fully restored to your available balance.

We appreciate your patience while your bank processes the reversal. If you do not see the credit entry after 5 business days, please reply directly to this email with your bank statement so we can investigate further.

Regards,

super.money Support Team

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Pay in 3 – Loan & Refund Handling on Order Cancellation

1. Core Policy & System Logic

Orders List superPay Metabase

• Dependency: Order cancellations are processed and managed entirely on the merchant side by Flipkart.

• Automated Reversal Loop: Once Flipkart officially triggers and confirms the cancellation status to our systems, the loan cancellation cycle launches automatically:

  • All downpayments or processing fees debited are initialized for a full refund.

  • Any active or upcoming installment milestones assigned to the loan are completely voided.

  • The blocked balance on the user's credit limit is fully restored.

• Turnaround Time (TAT): Funds will reflect in the user's original source bank account within 3 to 5 business days from the cancellation confirmation date.

2. Verification Steps

1. Access the Metabase 

2. Query using the customer's transaction ID or registered mobile number.

3. Verify that the order status has officially transitioned to "CANCELLED".

3. Email Response Template

Dear User,

Thank you for contacting super.money support.

We understand you are inquiring about the status of your credit limit and refund following the cancellation of your recent order. Please be assured that your funds are entirely secure.

Order cancellations are managed directly by Flipkart on their platform. Now that the cancellation has been confirmed by the merchant, our system has automatically executed the exact same refund protocol applied to returns:

• Refund Initiation: Any downpayment or amounts debited from your account for this order have been automatically initiated for a full refund back to your source bank account.

• Limit Restoration: The temporary credit limit utilized for this purchase will be completely restored to your available balance.

• Loan Voidance: Future automated installment cycles tied to this specific transaction have been successfully terminated.

The entire adjustment and cash reversal will reflect in your bank statement within 3 to 5 business days. We appreciate your patience while the banking network completes the processing loop.

Regards,

super.money Support Team

FreshDesk Taggings:

Pay in 3 – Credit Limit Not Restored Post-Refund

1. Core Policy & System Logic

Orders List superPay Metabase

• The available credit limit is designed to automatically refresh and update within 3 to 5 business days from the exact date the refund is marked as completed by the merchant/partner bank.

2. Troubleshooting & Action Workflow

1. Check Transaction Age: Verify the refund completion date in the Metabase dashboard.

2. Determine TAT Status:

   • Within 5 Business Days: Share Template 1 (Within TAT) and ask the user to wait. Set the ticket status to Resolved/Closed as per standard policy.

   • After 5 Business Days: Share Template 2 (Post-TAT). Create a child ticket mapped to the core engineering/ops queue, and update the parent ticket status to "Waiting on Internal".

3. Customer Email Templates

Template 1: Within TAT Response (Refund fresh / < 5 days)

Dear User,

Thank you for reaching out to super.money support.

We have reviewed your account and can confirm that your recent refund has been successfully processed. Please be informed that your available credit limit is designed to automatically refresh within 3 to 5 business days once a refund is initiated.

Since this transaction is still within the banking processing window, we kindly request you to wait for this timeframe to conclude. Your limit balance will update automatically in the app.

We appreciate your patience and understanding.

Regards,

super.money Support Team

Template 2: Post-TAT Breach Response (> 5 days)

Dear User,

Thank you for your patience while we investigated your account balance.

Since more than 5 business days have passed since your refund completion and your available limit has still not been restored, we have escalated this with our technical operations team.

We are tracking this issue closely on priority. No further action is required from your end, and we will update you on this within 2 working days.

Regards,

super.money Support Team

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